Where are the Humans in the future of HR?

It has become appallingly obvious that our technology has exceeded our humanity.

                                                                                                                          - Albert Einstein

Decades ago when companies ushered in the then revolutionary and novel concept of the IVRS (Interactive Voice Response System) to serve customers, it did not go down too well with a large segment of the populace.  The ‘live’ interaction with a sales or service representative lent that human touch to a transaction which, suddenly, was no more the case with the IVRS in place. This, needless to state, continues to be the case even today & increasing at an alarming rate; not to forget that ‘online’ is the new ‘live’, in every facet of our lives!

One of my earlier organizations was a rare differentiator where the expansion of HR was Human RELATIONS, and not Resources! I thought that was really nice and that is exactly our purpose, aiming to build relations, especially as People Management professionals. Of course, it’s a different story that beyond the name there was nothing much happening in RELATIONS on the ground in this specific case! 

While access to technology, and developing solutions using it is phenomenal progress, excess of technology is leading to a severe breakdown in human interactions & relations. This is equally and dangerously true for the function of Human Resources as well.

Undoubtedly, HR Automation is the order of the day, and necessary too! An ATS module takes care of recruiting, PMS module takes care of performance review, LMS take care of learning and development, ESS takes care of Employee Self Service, EES handles Employee Engagement, and list goes on! Jargon, jargon, jargon!!!!!!!

That being said, while every activity or transaction can be handled with the aid of technology, can any system or software ever replicate the warmth of a smile, handshake, pat-on-the-back or a hug? Is there an EFFECTIVE and GENUINE replacement to listening with empathy, lending a shoulder or a helping hand? Think about it!

Almost every other forum, event, discussion, article on HR these days is about Artificial Intelligence, Machine Learning, Automation; thereby sadly forgetting the true need – human touch rather than the touch of a button!!

On the one hand, multiple surveys and reports indicate that one of the top skills required for professionals is Emotional Intelligence – which, if you really look at it, is nothing but human touch. On the other side, we continue to harp on technology taking over HR and worry about the talent crunch! Interesting dichotomy!

Are we doing enough to improve/develop Human RELATIONS or keep worrying about just managing Human RESOURCES?

• @Sanjay Devudu & @Anjali Bhole-Desai

The Authors are accomplished HR practitioners and Directors of @HeRitAge People Practices.